Crossline Warranty

[Gerry Laughlin]

Customer brings in a Pontiac to our Chevy dealership for a miss. We did not sell it to them used. It is out of bumper to bumper warranty, so the service writer writes it up, tech diagnoses it and determines it needs a PCM, which would be emissions warranty.

This is kind of a 2 pronged question. In the above scenario what is the correct way to handle it, and more importantly what would you do? Any opinions would be welcomed.

Thanks,
Gerry

[Richard]

OK, the 1st question my ASM is going to ask is why the customer didn't want to take it to the Pontiac dealership? If the customer says 'bad experience, or refuses to go there" you're OK. Otherwise, it needs to go to the Pontiac store...unless you can get them to reveal why they don't want to return to that store. Explain to them the GM would rather them go to the proper brand store, but if they insist, you CAN do the repair (hint, hint). Also, I'd probably NOT charge them a diagnostic fee for this. Reasoning? Make them happy, and ask them to please return for any other repairs needed.

[This message has been edited by Richard (edited 12-16-2008).]

[TheOne]

I would charge them everything owed, fully document out of warranty write-up, bite the head off of my DM for coverage, and worst case lip load the customer for a 1-800- call for reimbursement. I would follow up with Zone management with a leading conversation looking for customer attraction and retention pointers, and then slap him with the insanity of failure to PROMOTE crossline warranty.... Make them explain it over and over and over...

Everyone needs a hobby.....

[z28]

I see this happen very frequently. I myself will welcome this customer and will take care of their concerns. If the repair is covered by warranty then we take care of it. This is a perfect way to gain a new customer base,why wouldn't you? Just my $.02.

[gmcgrew]

If the customer just wants the car fixed right imagine the impact on that customer when you fix the car and can tell them that it was a condition still under warranty. That customer will tell a lot of people about the great job you guys did.

If you charge the customer for part of the job they may still be happy but it wont have the same impact on the customer.

On the flip side I wouldn't give away a job that you can't get paid for. All of the goodwill in the world doesn't pay the bills.

[sallen1]

We do it all the time. Make sure your x-line doesn't grow too fast.

What is GM going to do with all the stores closing? In So Cal there have been a bunch of BPG's that are gone. We are providing a service for the customers and so far, no resistance from our field rep.

s

[Gerry Laughlin]

sallen and z28,
What kind of steps are you guys taking to protect yourself from an over-zealous auditor or DSM? Technically, we should inform the customer it's warranty and direct him to a Pontiac store, but we need the business here. I want the job but I want to make sure if GM gets on an audit binge I am not at risk, especially since our new service rep is very by the book.
Gerry

[msheri]

Gerry,

As the PCM failure has the potential do cause catalyst and engine damage, in this case, the repair would meet the "emergency" repair definition, as the customer had no idea why the car was missing when it was presented for repair. If you look in P and P at the crossline requirement, you will find the information regarding "emergency" repairs does not require the dealership sold the vehicle.

[Gerry Laughlin]

"As the PCM failure has the potential do cause catalyst and engine damage, in this case, the repair would meet the "emergency" repair definition, as the customer had no idea why the car was missing when it was presented for repair."

msheri,
That was an excellent response, pretty much what I was looking for. Would your story reflect a reason for doing the CROSSLINE WARRANTY (not the repair), or would you just address it on a case to case basis? It seems as though it might be tough to come up with a reason for each RO, especially if you do as many as we do, 6 months or a year later in the event of an audit.
Thanks,
Gerry

[petepuma01]

I've never understood GM's cross-line warranty barrier.

I never saw a Chrysler-Jeep-Dodge dealer for a Ford-Lincoln-Mercury dealer refuse this-- it seemed perfectly OK by the dealer and the manufacturer.

Why does GM care so much? It seems kind of anti-customer.

I don't think I buy the argument of protecting the particular franchise from losing warranty repairs-- I'm sure plenty of Chevy dealers get Buicks and Buick dealers get Chevy's-- it all works out in the end. And if it doesn't, there are probably other reasons why the dealer shouldn't get the business.